移动电子商务视域下用户满意度影响因素研究及实证分析

随着移动通信技术的飞速发展以及移动终端的广泛使用,移动电子商务应运而生,并在很大程度上改变了人们的生活方式.基于顾客满意度模型理论,以移动电子商务平台质量和服务质量为研究对象,构建了用户满意度概念模型.通过实证分析加以验证,最终得出以下两个结论:移动电子商务平台质量对用户满意度有正向影响作用;服务质量对用户满意度也有正向影响作用.     

基于淘宝网的网购顾客满意度模型实证研究

顾客满意度是企业质量提升追求的主要目标,而顾客满意度指数则是行业、企业横向比较的核心指标.我国以"淘宝网"为代表的C2C网上购物已经取得了飞速的发展,但顾客与商家、平台之间的矛盾日益激化,严重阻碍了网购行业的发展.因此,深入探讨顾客满意度模型,研究影响网购顾客满意度的主要因素显得尤为重要.本文以淘宝网为研究对象,从我国特有的经济市场及网购特性出发,以满意度评价中典型的ECSI、CCSI两个满意度指数为基础,横向对比两个模型的分析结果,寻求影响网购顾客满意度的主要因素,进而提出提升网购顾客满意度的建议及策略.     

基于让渡价值的顾客满意度比较模型的案例研究

基于顾客让渡价值的CSI的比较模型是一种研究顾客让渡价值总体满意度与顾客总价值满意度、顾客总成本满意度三者之间关系的模型。本研究以问卷调查的方式获得家电产品消费者对顾客让渡价值各因子重要性、满意度的一手资料,运用SPSS软件进行数据分析与处理.分析结果表明可以通过分析顾客让渡价值各因子的满意度来预测总满意度.同时,家电产品各因子重要性和满意度的调查结果为家电经营者提供了有价值的信息。     

顾客满意度测评的模糊集合论模型

基于国际通用的顾客满意度测评的计量经济学模型，应用模糊综合评判和模糊推理建立顾客满意度测评的模糊集合论模型，介绍“五一黄金周”旅游市场顾客满意度测评的实证研究。     

构成型顾客满意模型的偏最小二乘路径建模及其应用

本文研究了偏最小二乘路径建模在顾客满意模型中的应用,特别是引入了构成型关系的模型。本文首先比较了构成型模型和反映型模型的区别,并详尽阐述了构成型模型的偏最小二乘建模原理,接着构建了电信企业顾客满意度指数模型,并考虑了如何在指数模型中引入构成型外部关系.利用该电信企业的数据,比较分析了构成型模型(顾客期望和质量感知潜变量调整为构成型关系)和反映型模型(所有潜变量均为反映型关系)的实证结果,研究表明在为企业提供改善顾客满意水平的信息上两种模型具有较好的相似性,但是构成型模型能够提供更加稳定的结果,从而验证了顾客满意模型中引入构成型模型的可行性.     

考虑均衡性的不确定时间车辆调度问题研究

本文针对车辆调度实际运行过程中时间的不确定性问题,提出了包含时间窗口、车辆容量约束的配送服务线路随机规划模型,以最小化调用的车辆数目和运行距离,降低顾客的不满意度并且尽可能保证每条路线的均衡性。结合模型,给出了基于禁忌搜索的混合启发式算法,并且生成多个算例,依据算例结果说明模型和算法优越性,同时说明可以在不降低顾客满意度和不提高总运输成本的基础上,降低各条线路之间的时间差异。     

行业服务的顾客满意度效率测算

利用DEA的C2R模型,在以偏最小二乘法为计算方法的顾客满意度模型基础上,实现顾客满意度测算结果的后续应用和以顾客为导向的服务效率合理测算;并以新疆自治区通信行业某运营商为实证,指出这种测算方法不仅反映了各项服务投入的总体运用效果,而且明确了提高相对有效性具体需要解决的服务内容,对考核和提升全行业服务效率提供有力依据.     

偏最小二乘(PartialLeast Square)方法的拟合指标及其在满意度研究中的应用

本文在对顾客满意度模型及PLS方法进行简单介绍的基础上,对PLS的拟合指标,包括共同因子、多元相关平方和冗余,进行了讨论。     

基于期望视角的感知服务质量与顾客满意度区别研究

从期望出发,比较顾客视角的感知服务质量与满意度的区别。首先对期望概念进行明确界定,借鉴卡诺模型分类方法划分期望类别,基于重要性维度得到期望的三个类别:核心属性期望、重要属性期望和附加属性期望。以餐饮行业为实证研究背景,比较期望视角下的顾客满意度和感知服务质量的区别。发现核心属性期望、重要属性期望对顾客的服务质量评价影响更大,而附加属性期望对顾客的满意度评价影响更大。最后,给出企业对顾客期望、服务质量与顾客满意度的管理意义。     

基于"CS-IF"矩阵的顾客满意度测评指标体系研究

测评指标体系是顾客满意度测评的核心.本文介绍了一种基于"CS-IF"矩阵的顾客满意度测评指标体系研究方法,更加准确、有效得指导企业改进服务短板,持续提升顾客满意度,并以A省移动公司近期某阶段的满意度测评为例介绍了此方法的应用.     

基于联系数的预评模型在高铁客运站服务质量评价中的应用

高铁客运站服务质量评价是挖掘铁路运输服务中的薄弱环节的重要手段之一.针对现有评价系统的不完备性,将基于联系数的预评模型应用于高铁客运站服务质量评价中.模型通过计算评价系统的联系数,进一步计算出评价特征值来对高铁客运站服务质量进行评价,并利用集对势对服务质量的发展趋势作定性预测.将此方法应用于广州铁路集团衡阳东高铁站中,结果表明,模型具有较好的可操作性与可靠性,并兼顾评价与预测的功能,为高铁客运站服务质量评价工作的开展提供了一种新的理论方法.     

Delay resistant line planning with a view towards passenger transfers

The line planning step, as part of the public transportation planning process, is an elementary problem. When generating public transportation systems in a conventional fashion, the line planning problem is one of the first to solve. Hence, subsequent problems rely on the solution of the line planning problem. Line planning has been studied from various perspectives and is understood very well. Still, the effect of this planning step on to the next ones has only received minor attention. In this paper, we study the effect of transfers on the delay resistance and propose a line planning model which provides a good basis for a delay resistant transportation system. To this end, the concept of preferable paths from the direct travelers line planning model is further extended. The model includes the routing of passengers in order to minimize passenger transfers. A column generation approach is shown to properly solve the proposed model. As such, this is the first line planning model which detailedly routes the passengers and is still tractable on realistically sized instances. Finally, it is shown that minimizing the passenger transfers at the line planning stage contributes to an increasing delay resistance in the public transportation system.     

An approach for analysing transportation costs and a case study

One of the important parameters in the determination of optimal transportation system is economy. Therefore, a realistic method based on the technical, economical and operational parameters of various transportation modes, namely, road, railway, and sea routes is required in the analysis of costs. This method will take into consideration the probable price escalations during the lifetime of a certain transportation system. The cost of a unit of cargo or passenger per route length should be considered since it is an indicator of economics. In this paper, an approach for transportation cost analysis based on the economic analysis of the alternative modes of cargo or passenger transportation, is presented.     

高峰期内的公交服务可靠度研究

在分析高峰期内道路交通现状和高峰客流特点的基础上,从可靠度理论的角度,对乘客在车内的拥挤成本、由于等车产生的时间延误惩罚成本等进行了分析,建立了高峰期内公共交通系统服务可靠度的模型,是评价公交服务能力的一种有效方法.     

中短途汽车客运问题博弈分析

汽车客运尤其是中短途汽车客运在人们的现代生活中发挥重要的作用,它在拥有众多长处的同时也存在着许多问题和不足.从经济博弈论的角度,对客运车主和交通管理部门的行为进行分析,从而说明违规运营现象存在的原因并提出相应的解决措施.     

基于正交试验的乘用车运输网络优化方法

在交通部治理公路超限运输的背景下,本文研究了乘用车物流企业多式联运模式下的网络优化问题,以运输网络总成本最小为目标,考虑物流时效、枢纽节点容量及规模经济效应等因素,构建了基于轴辐式理论的运输网络优化模型,提出了混合智能优化算法。针对多参数多水平的寻优问题,对模型的三个关键输入参数,即枢纽节点数量、枢纽节点容量和规模效应折扣系数,引入正交试验方法,降低求解多参数多水平寻优问题的工作量,为确定各参数合理取值提供了新的途径。研究结果表明:枢纽节点容量、折扣系数与枢纽数量三个输入参数对优化结果的影响具有主次顺序,影响程度依次减弱,而且只有枢纽节点容量与折扣系数对乘用车运输网络总效益的影响起显著作用。采用混合轴辐式的网络结构与多式联运的运输组织模式进行优化后的运输网络,相对于原有“点对点”公路运输网络总成本减少10%,从运营管理与成本控制两方面均可有效应对公路治超带来的风险。     

Hybrid large neighborhood search for the bus rapid transit route design problem

Due to an increasing demand for public transportation and intra-urban mobility, an efficient organization of public transportation has gained significant importance in the last decades. In this paper we present a model formulation for the bus rapid transit route design problem, given a fixed number of routes to be offered. The problem can be tackled using a decomposition strategy, where route design and the determination of frequencies and passenger flows will be dealt with separately. We propose a hybrid metaheuristic based on a combination of Large Neighborhood Search (LNS) and Linear Programming (LP). The algorithm as such is iterative. Decision upon the design of routes will be handled using LNS. The resulting passenger flows and frequencies will be determined by solving a LP. The solution obtained may then be used to guide the exploration of new route designs in the following iterations within LNS. Several problem specific operators are suggested and have been tested. The proposed algorithm compares extremely favorable and is able to obtain high quality solutions within short computational times.     

A fuzzy clustering approach to real-time demand-responsive bus dispatching control

Quick response (QR) to passenger needs is a key objective for advanced public transportation systems (APTS), and it has become increasingly important for contemporary metropolitan bus operations to gain a competitive advantage over private transportation. This paper presents a real-time control methodology for demand-responsive bus operations that respond quickly to passenger needs. The proposed method primarily involves two levels of functionality: (1) short-term forecasting of passenger demands using time-series prediction models, and (2) identification of service strategies coupled with the associated bus service segments using fuzzy clustering technologies in response to variances in passenger demand attributes and traffic conditions. The proposed bus operations method identifies the demand-responsive vehicle service strategies primarily according to the predicted up-to-date attributes of passengers’ demands, rather than deterministic passenger arrival rates, which were generally used in previous literature. In addition, the variation of traffic conditions along bus lines is considered in the proposed method. Results from numerical studies using real data of passengers’ demands, including passenger volume at each bus stop and the passenger origin-destination (O-D) patterns, are presented to demonstrate the effectiveness of the proposed method for real-world applications.     

校企合作、企业环境与知识转移绩效——以长三角医疗器械产业为例

本文在长三角地区医疗器械产业问卷调研的基础上,构建了校企合作、企业环境与知识转移绩效间关系的概念模型,并利用结构方程模型(SEM)对理论模型进行了实证研究.研究结果表明:校企合作与企业吸收能力以及企业所处的环境有着密切的关系,企业环境与知识溢出以及企业潜在和实际吸收能力具有正相关关系.最后在理论和实证分析的基础上提出了提高我国校企合作和知识转移绩效的建议.     

Mathematical structure of a bilevel strategic pricing model

This paper is concerned with the characterization of optimal strategies for a service firm acting in an oligopolistic environment. The decision problem is formulated as a leader–follower game played on a transportation network, where the leader firm selects a revenue-maximizing price schedule that takes explicitly into account the rational behavior of the customers. In the context of our analysis, the follower’s problem is associated with a competitive network market involving non atomic customer groups. The resulting bilevel model can therefore be viewed as a model of product differentiation subject to structural network constraints.